服务承诺 ServicePledge
发布时间：2019-10-13
膳享云商承诺其销售的所有商品是“海外正品保障，海外直供，当地退货”，为您创造一个便捷的跨境购物体验，足不出户轻松扫遍全球时尚精品，让您省心更放心！
ShanXiang Cloud Mall merchants pledge that all goods sold by them are “overseas genuineguaranteed goods, directly supplied from overseas, local return”, creating amore efficient cross-border shopping experience for you, and allowing you toeasily purchase international merchandise without leaving your home, and givingyou a convenient and a worry-free experience!
正品保障
膳享云商商家承诺所售商品均为海外原装正品，并承诺提供"正品保障"服务。
Genuine GoodsGuarantee
ShanXiang Cloud Mall merchants pledge that all commodities they sell are original genuineoverseas goods covered by "Genuine Goods Guarantee".
一、什么是"正品保障"服务？
在膳享云商购物时，若经过合法认定买家已购得的商品为假货或非原装正品，买家有权在交易成功后90天内发起针对该商家的投诉，并申请"正品保障"赔付，赔付的金额以买家实际支付的商品价款的"退一赔九+买家支付的邮费"为限。
I. What is"Genuine Goods Guarantee"?
Where goods purchased on ShanXiang Cloud Mall are legally identified as counterfeit or non-original genuine goods, thebuyer has the right to lodge a complaint against the merchant and file acompensation claim within 90 days after the deal is closed. The maximum amountof compensation is "ten times the actual transaction price + shipping feepaid by the buyer".
二、买家提出"正品保障"赔付申请的条件
1、买家提出赔付申请所指向的商家是膳享云商；
2、买家提出"正品保障"赔付申请应当在交易成功后的九十天内提出；
3、买家的赔付申请在形式上符合相关法律法规及膳享云商规则的规定。
4、买家可以提供合法及有效的相关假货凭证（包括但不仅限于：品牌权利人出具的假货鉴定凭证；相关司法、执法机构出具的假货判定证明；）。
II. On what conditionscan a buyer file a compensation claim?
1、The merchant involved in the claim is a ShanXiang Cloud Mall merchant;
2、The claim is filed within 90 days after a deal is closed;
3、The form of the claim complies with relevant laws and regulations as wellas Tmall Global's rules.
4、The buyer is able to provide valid proof of inauthenticity (including butnot limited to the certificate of inauthenticity issued by the brand owner or acompetent judicial or enforcement authority).
三、"正品保障"赔付申请流程
1、商家未履行正品保障服务承诺的，买家可通过以下方式进行投诉：
方式：买家可通过膳享云商客服热线（电话400-011-1794）进行投诉；
2、在收到买家"正品保障"赔付申请后，膳享云商有权根据实际情况要求交易双方提供必要证明进行确认及判定；
3、当膳享云商根据相关规则判定买家"正品保障"赔付申请成立，膳享云商将从商家的保证金中划扣相应金额退还买家。
III. How should acompensation claim be filed, and how is it handled?
1、If a merchant fails to provide genuine goods as guaranteed, the buyer maylodge a complaint in the following methods:
Method : Complain via Tmall Global's customer service hotline (400-011-1794);
2、Upon receipt of the claim, ShanXiang Cloud Mall has the right to require,as the case may be, both the buyer and the merchant to provide necessaryevidence for it to judge from.
3、If ShanXiang Cloud Mall judges, based on relevant rules, that the claim iswell-founded, it will deduct the corresponding amount from the merchant'sdeposit and pay it to the buyer.
四、特殊说明：
下述场景下，膳享云商有权不依据本服务规范赔付买家：
1、服务申请方为品牌权利人或疑似为品牌权利人的。
注：品牌权利人的权益维护行为可通过“阿里巴巴知识产权保护平台”发起主张。
2、买家要求商家制假、售假或其他因买家原因导致可依据正品保障服务获得赔付的。
3、非以买家生活消费为目的生成的订单。
4、交易标的疑被买家调换的。
5、依据当前证据，膳享云商难以判断及认定商家未履行“正品保障”承诺的。
IV. Specialinstructions
Notwithstanding the foregoing, ShanXiang Cloud Mall has the right not tocompensate the buyer in the following scenarios:
1. The buyer is the brand owner, or suspected to be the brand owner.
Note: Brand owners may claim their rights and interests through theAlibaba Group Intellectual Property Protection (IPP) Platform.
2、The buyer asked the merchant to make and sell counterfeits, or cut legalcorners to claim the compensation.
3、The buyer placed the order for a purpose within his/her trade, business orprofession.
4、The object of transaction is suspected to have been replaced by the buyer.
5、Based on current evidence, ShanXiang Cloud Mall finds it difficult tojudge that the merchant failed to provide the guaranteed genuine goods.
注：膳享云商的处理并非终局结果，买家还可以通过司法途径解决。
Note: The verdictof ShanXiang Cloud Mall is not final. The buyer may still seek judicialrecourse.
海外直供 （规则解读）
一、海外直供定义：
①指膳享云商商家销售的海外商品均为优质海外采购商品，消费者下单后，商品从大陆以外的国家或地区通过国际物流方式发出或从符合国家法律规定的中国保税区发出，且有物流公司提供的从商家发货地到消费者目的地之间完整物流状态信息。
Supplied Directly from Overseas
①It means that overseas commodities sold by ShanXiang Cloud Mall merchantsare all high-quality goods directly supplied from overseas. After consumers place orders, commodities are delivered fromregions or countries other than Mainland China in the way of internationallogics or from tariff-free zones in China, and logistics firms offer thecomplete logistic status information from merchants’places of dispatch toconsumer destinations. (As for goods sold to regions and countries other thanMainland China, no specific way of delivery is required compulsorily, butlogistic information should be traceable.)
②商家参加膳享云商进口现货溯源计划，通过一般贸易清关完税，其每件商品有溯源码并可追溯到原产国、物流启运国、进口口岸、报关/报检单号、进口商等信息，确保海外原产或海外原包装。消费者下单后，商家可从大陆地区通过国内物流方式发出。
② Merchants participate in the imported stock traceability plan of Tmall Global. After the Customs are cleared via general trade, eachcommodity is provided with a traceability code for tracing information such ascountry of origin, country of departure, import port, customsdeclaration/inspection form number, and importer so as to guarantee overseasoriginal production or overseas original package. After consumers make orders,merchants can dispatch such goods from Mainland China in the way of domesticlogistics.
二、服务保障
1、商家承诺提供“海外直供”服务但实际未履行的，需按以下标准向消费者进行赔偿：
II. Service Guarantee
1. Any merchant that has promised to provide the “Overseas Direct Supply”but failed to perform it properly must compensate the consumer as follows:
1）商家需向消费者退还商品的实际成交金额及其他与本次交易和纠纷相关的费用；
1) return the actual amount of transaction and all other costs incurred bythe transaction and resulted dispute(s);
2）商家需向消费者支付商品实际成交金额的一倍作为赔偿，并承担商品购买和退货的物流费用。
2) pay another compensation that is the same amount of actual amount oftransaction to the consumer, and undertake all logistics costs for purchasingand returning the merchandise.
2、商家履行非“海外直供”赔偿义务后，并不能免除膳享云商根据《膳享云商服务条款规则》中的相关规定对商家进行的相应处罚。
2. Fulfilling all obligations for the “Overseas Direct Supply” servicewill not exempt the merchant from the punishment imposed by Tmall.hk on suchmerchant as per relevant provisions Service Regulations and Rules of Tmall.hk.
三、消费者投诉
III. Consumercomplaints
1、商家未履行“海外直供”服务承诺的，消费者可通过膳享云商客服热线（电话400-011-1794）进行投诉。
1. In case any merchant fails to perform the “Overseas Direct Supply”service commitment, consumers may file their complaints via Tmall servicehotline 400-011-1794.
2、消费者投诉商品非“海外直供”的，应向膳享云商提供有效凭证，该凭证包括但不限于物流面单、物流流转记录等。
2. Consumers should present valid credentials to Tmall.hk when submittingcomplaints about fake “Overseas Direct Supply” commodities, including but notlimited to logistics cover sheets, logistics circulation records, etc.
当地退货
海外商家均承诺为消费者提供当地退货服务，消费者与商家协商一致后可以退货到指定地点，即商品销往中国大陆的商家需提供中国大陆的指定退货地点；商品销往香港的商家需提供香港的指定退货地点；商品销往台湾的商家需提供台湾的指定退货地点。确保消费者的售后服务得到保障，享受全程无忧的购物体验。
Local Returns
Overseas merchants undertake to provide customers with local returnaddresses. After a customer and a merchant reach an agreement, returns can bemade to a designated location, which means that a merchant selling commoditiesto Mainland China should offer a designated return address in Mainland China; amerchant selling commodities to Hong Kong should offer a designated return addressin Hong Kong; and a merchant selling commodities to Taiwan should offer adesignated return address in Taiwan, thus ensuring that the customer’safter-sale services are guaranteed, and that he / she may enjoy a worry-freeshopping experience.
如中英文版本间存在任何歧义的，以中文版为准。
IN CASE OF ANY INCONSISTENCY BETWEEN THE TWO LANGUAGE VERSIONS, THECHINESE VERSION SHALL PREVAIL.
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